AUSTIN, Texas--(BUSINESS WIRE)--SPOT Consulting LLC today announced new implementations of the SPOT® Performance Maturity Model™ Certification program for contact center operations in Jordan. Driven by the Information Technology Association of Jordan (int@j), with support from the Jordan Economic Development Program, the certification program will result in equipping Jordanian contact centers with world-class performance metrics and operational standards designed to better position Jordanian companies for projects in specific markets, the Middle East/North Africa and Central Asia. In addition, the program will support increasing related services exports by implementing advanced customer-centric best practices.
Contact center operations are often a primary source of customer dissatisfaction. Since most major companies use contact centers to interact with their customers, contact center performance can make or break customer loyalty. The SPOT Performance Maturity Model acts as both a self-assessment tool and compliance certification process to provide a roadmap for contact centers, business process outsourcing operations and other service operations to map their operational performance along a spectrum ranging from “just getting started” to “demonstrated high performance over time.” The model provides a roadmap to improved revenue and profitability through improved performance in revenue generation, cost management, faster cycle times and improved customer satisfaction.
The first two participating companies in Jordan, Extensya and CrysTelCall Inc., will undergo Tier 1 certification, which requires participants to document each of the individual requirements of the Model, identify the End User Facing and Enabling Process metrics and track performance monitoring metrics for at least three months. Tier 2 certification requires completing the requirements of Tier 1 in addition to tracking performance metrics for both End User Facing and Enabling Processes for six months.
Benprise LLC, a designated licensee of the SPOT Performance Maturity Model, will administer the program, which is scheduled to begin in September 2010.
About SPOT Consulting LLC
SPOT Consulting is a team of business performance specialists who advise firms on using the right technology and latest practices to optimize performance. Our focus is Contact Center Performance and Business Process Outsourcing. Our blended expertise in operations, finance, and technology enables organizations to increase sales and margins, improve first call resolution, lower transaction costs and drive higher customer satisfaction and net promoter scores. Our comprehensive assessments and certification processes drive results. For more information visit: http://www.spotconsulting.biz.